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Full-Text Articles in Business
Adapting The Customer Satisfaction Index To The Lodging Industry: Foreign Customers' Evaluations, Dong Jin Kim, Woo Gon Kim, Kelly A. Way
Adapting The Customer Satisfaction Index To The Lodging Industry: Foreign Customers' Evaluations, Dong Jin Kim, Woo Gon Kim, Kelly A. Way
Hospitality Review
As a standard form of measuring customer satisfaction, the Customer Satisfaction Index (CSI) has been utilized in many countries. By using the Korean Customer Satisfaction Index (KCSI) methodology, this study attempted to investigate foreign customers’ evaluations of luxury hotels in Seoul, South Korea. In doing so, some efforts were made to overcome the methodological problems associated with the KCSI for the lodging industry. Data for this study were collected through a mall intercept survey using a self-administered questionnaire. Precisely 783 responses, collected solely from foreign guests who had stayed at a luxury hotel in Seoul, were included in the study.
Hotel And Restaurant Entry-Level Job Competencies: Comparisons Of Management And Worker Perceptions, Dana V. Tesone, Peter Ricci
Hotel And Restaurant Entry-Level Job Competencies: Comparisons Of Management And Worker Perceptions, Dana V. Tesone, Peter Ricci
Hospitality Review
This article presents the findings of a central Florida study of lodging and restaurant managers as well as entry-level workers who were graduates of hospitality management programs. It provides a theoretical construct as a basis of the methodology employed. The article then reports the findings of perceptions of desired knowledge, skills and abilities, and attitudes associated with entry-level employees. It further compares desired levels of preparation for entry-level positions in the industry as reported by respondents of both groups. Finally, the authors present conclusions and implications for central Florida practitioners and educators.